Field Service Engineer

Havis, Inc.; Plymouth (MI); On-site; USD 60,000 - 85,000; Full time

Job summary

Havis, Inc. in Plymouth, MI is seeking an engineering/technical services professional to provide expert on-site and remote technical support.

You will analyze systems, diagnose root causes, and guide resolutions while documenting user guides, FAQs and knowledge-base articles. From this role, you will coordinate with engineering/product teams, evaluate equipment performance, and develop setup/configuration procedures for testing and deployment across mechanical, electrical and software domains.

Qualifications

• Advanced knowledge of electrical/electronic systems and power management.
• Proven ability to troubleshoot and resolve technical issues, both theoretical and hands-on.
• Strong technical writing skills; translate complex concepts into clear docs.
• Excellent problem-solving skills with detail orientation and timeliness.
• Strong verbal and written communication to engage customers and teammates.
• Proven ability to manage customer relationships and deliver positive experiences.

Responsibilities

• Provide expert on-site and remote technical support with system analysis, issue qualification and resolution guidance.
• Diagnose problems, identify root causes and recommend corrective actions.
• Record all customer concerns and escalate to engineering/product teams when needed.
• Create and maintain user guides, FAQs, service bulletins and knowledge-base articles.
• Analyze returns, failure rates and performance trends to identify improvements.
• Assist with customer engagement, project planning, product placement and feasibility assessment.
• Evaluate equipment and components for functionality and compatibility across the product life-cycle.
• Interpret and communicate requirements related to power, connectivity, and performance.
• Develop procedures for system setup, configuration, software/firmware integration, and driver requirements for testing and deployment.
• Identify product limitations and non-conformance with industry standards.
• Define installation, configuration and support requirements across mechanical, electrical and software components.

Skills

Electrical systems

Troubleshooting

Technical writing

Communication

Decision making

Job description

Department:Engineering/Technical Services

Accountability: This position reports to the Technical Services Manager

Job Description/Duties:

• Provide expert on-site and remote technical support, including system analysis, issue qualification, and resolution guidance.
• Diagnose problems, identify contributing factors, determine root cause, and recommend corrective actions.
• Record all customer-reported concerns and elevate to engineering and/or product teams when necessary.
• Create and maintain user guides, FAQs, service bulletins, and knowledge‑base articles.
• Analyze returns, failure rates, and performance trends to identify improvement opportunities.
• Assist with customer engagement, project planning, product placement, and application feasibility assessment.
• Evaluate Havis equipment and components to assess functionality, performance, and compatibility across the entire product life‑cycle.
• Interpret and communicate requirements related to power, connectivity, and performance.
• Develop and document procedures for system set‑up, configuration, software/firmware integration, and driver requirements for product testing and deployment.
• Identify and communicate product limitations, design constraints, and non‑conformance with industry standards.
• Define installation, configuration, and application support requirements across mechanical, electrical and software components.

Requirements

• Advanced knowledge of electrical/electronic systems, power management, and computing platforms.
• Demonstrated expertise in troubleshooting and resolving technical issues (both theoretical and hands‑on).
• Strong technical writing skills with ability to translate complex concepts into clear, actionable documentation.
• Excellent problem‑solving skills with a detail‑oriented and results‑driven mindset, particularly under time‑sensitive conditions.
• Strong communication skills (verbal and written).
• Proven ability to manage customer relationships and deliver a positive customer experience.
• Ability to work independently, prioritize tasks, and make sound decisions.
• Willing to travel 25%, including occasional international travel.
• Primarily office‑based with regular use of standard office equipment.
• May require periodic access to manufacturing or production areas; adherence to safety protocols and use of PPE required.